Client Success Specialist, Employee Benefits - IAS, West

About the role

The Client Success Specialist independently manages and coordinates core renewal lifecycle processes, including open enrollment, eligibility management, compliance activities, and implementation. In this role, you apply employee benefits knowledge and independent judgement and exercise discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply technical benefits experience, process knowledge and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement, and decision making through hands-on experience. You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than half of your working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

Responsibilities

• Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
• Independently lead process execution and cross-functional coordination for assigned clients.
• Oversee the open enrollment activities of the peace of mind timeline, exercising independent judgement to anticipate issues, resolve conflicts and deliver high-quality service.
• Identify discrepancies and independently determine root causes and resolves issues directly or escalates appropriately.
• Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
• Partner with care center colleagues as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members.
• Advise internal colleagues and third-party partners on complex eligibility situations and benefits questions, synthesize benefits information and create client-ready documentation to formulate recommendations on appropriate paths forward.
• Prepare external communications such as renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages.
• Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.